2016 Tenant Survey Results

The results are in for our 2016 Landlord and Tenant Satisfaction Surveys, see below for how our tenants rate us…

By Jonathan Gordon |
7th April 2016

At Clan Gordon we firmly believe that happy tenants make the best tenants, and so, we treat our tenants in the same way that we do our landlord clients. Each year we ask our tenants to provide feedback so that we can continue to tailor our approach to property management to meet their needs and expectations; this year 253 of our current tenants completed the survey.

Q 1. Overall, how would you rate our customer service?

97% of our tenants are satisfied with the level of customer service that they receive. 45% rated our customer service as ‘excellent’ and 39% as ‘very good’.

“Kim and all the Clan Gordon team have been very good to us throughout all our months of tenancy. Quick response and problem solving and pleasant customer service.” (Tenant Google review)

Q 2. How would you rate your experience from arranging your viewing to your check-in at the property?

99% of tenants were satisfied with their experience from arranging a viewing, to viewing the property, referencing and checking-in. 48% rated their experience as ‘excellent’ and 43% rated it as ‘very good’.

“The process from arranging the viewing till moving was done smoothly because of the highly efficient staff. The staff is very polite and answer the emails promptly. Overall very good experience.” (Tenant Google review)

Q 3. How would you rate the extent to which your tenancy agreement was explained, ensuring that you understood the document?

99% of tenants were satisfied that their tenancy agreement was explained to them clearly in a way that they understood. 44% of tenants described this experience as ‘excellent’ and 41% as ‘very good’.

“Great service throughout the entire process of viewing, applying for property and moving in. Quick e-mail response and always friendly and helpful. I have been in touch with Kim most, and she's been fantastic with any questions I had. We had a problem with the bathroom when we moved in and within a week we had a plumber who fixed the entire thing. One of the best experiences I've had with a letting agent in Edinburgh!” (Tenant Google review)

Q 4. Would you recommend Clan Gordon?

95% of the tenants who responded would recommend Clan Gordon.

“I am renting from Clan Gordon at the moment and have found them to be a really helpful and friendly agency. There have been no problems with the flat nor the service and they are very professional and kind in their approach to tenants. I would recommend them to anyone searching for a property in Edinburgh.” (Tenant Google review)

Q 5. How would you rate our staff in terms of their level of knowledge?

98% of tenants responded to confirm that they are satisfied that our staff have adequate industry knowledge to answer their questions. 40% of tenants rated our staff knowledge as ‘excellent’ and 48% as ‘very good’.

“Friendly and efficient service. Always at the end of the phone if I have any questions! Highly recommended.” (Tenant Google review)

Q 6. How satisfied are you that any maintenance issues are dealt with in a timely manner?

88% of tenants are satisfied that their maintenance issues are dealt with in a timely manner. Of the respondents, 45% were ‘very satisfied’ with the time it takes to deal with any maintenance issues.

“A great team. Very quick responses to issues such as maintenance in the flat.” (Tenant Google review)

“It’s the first time I've rented and Clan Gordon made it really easy. They are always available and are very helpful whatever the request. They responded to any repair request efficiently and nothing was too much trouble. I would recommend renting through them to anyone.” (Tenant Google review)

Q 7. How satisfied are you that any queries are dealt with in a timely manner?

94% of tenants are satisfied that their queries are dealt with in a timely manner; 51% of tenants reported being ‘very satisfied’.